TEAM OVERVIEW The Team supports clients in a variety of ways throughout the client lifecycle through four key verticals: fund and client onboarding; investor communications; inquiry management; and data and analytics. The Team is experiencing rapid growth in lockstep with the pace of the Firm’s capital raising activity and is seeking an experienced team member to play a leading role in overseeing the global inquiry management function of the team.
The successful candidate will manage Client Services team members working within the inquiry management vertical and operate as a “player/coach,” leading by example.
RESPONSIBILITIES/REQUIREMENTS
Manage the inquiry management team, consisting of six full-time team
Provide exceptional client service and responsiveness in keeping with Client Services Standards
Lead the intake, management and resolution of all client inquiries received via phone, email and portal, demonstrating exceptional service orientation such that inquiries are answered thoroughly and in accordance with defined servicing SLAs
Exercise judgment to determine the proper action needed to respond to complex inquiries, understanding available financial and legal reporting as well as the Firm as an organization to source the proper information in the most efficient manner
Refine inquiry management operating procedures and begin to lay the groundwork for the intake of inquiries through the Firm’s Investor Portal and for use of more sophisticated knowledge management tools
Build on existing inquiry management team product coverage specialization, understanding when coverage and volume dynamics shift and resources allocations need to be adjusted
Enhance existing inquiry tracking capabilities in Salesforce, leveraging Einstein machine learning and Snowflake integration to track inquiry progress and unite inquiries with broader data sets
Grow inquiry reporting and dashboard output and reporting capabilities, working closely with CPG and the Technology team
Ensure that inquiry management team roles are well-defined and have clear goals and measurements of success
Instill a high standard of measurement and accountability within the team, and provide guidance, feedback, and training to ensure consistent workflows are maintained and a high level of productivity is supported
Adhere to documented procedures to ensure consistent workflow efficiencies while managing to business expectations across multiple teams
Identify potential opportunities to improve processes across the team/functions/regions to maximize efficiency and productivity while maintaining a controlled environment
Maintain daily operations with an eye towards building specialized “follow-the-sun” support
Continue to nurture an existing strong partnership with Technology and Engineering to align the data architecture with business needs and develop scalable and automated methods for distributing data to meet internal needs, external reporting and other constituencies
Collaborate with senior stakeholders across the business to understand evolving client relationships
CRITICAL COMPETENCIES FOR SUCCESS
15+ years of experience in client servicing, investor relations, asset management, consulting or wealth management with a strong proficiency in alternatives
Demonstrated track record of execution in complex operational environments
Exhibit scale-oriented thinking as it relates to designing business processes for a rapidly growing servicing vertical
Passion for client servicing in a non-fundraising capability
Ability to manage multiple/changing priorities with tact, diplomacy and confidentiality
Self-starter with ability to engage and collaborate with senior stakeholders across the firm
Comfortable embracing complexity as well as utilizing tools to drive efficiency and scale operations
Comfortable in a pioneering environment that needs to be developed, nurtured and grown over time
Excellent problem-solving ability that balances both tactical and strategic solutions
Ability to identify key risks and trends that require escalation
Ability to build rapport quickly and develop positive relationships internally and externally
Able to influence others while demonstrating commitment to the Firm’s values and culture
Demonstrated nimbleness – able to adapt to changing priorities, resource constraints and key deadlines
Superior communication and presentation skills
Strong analytical and problem-solving skills
High integrity and professionalism
Highly organized with exceptional attention to detail and excellent follow-through
Grace under pressure, a strong work ethic, service mentality and a positive attitude
Excellent academic credentials including an undergraduate degree from a top tier institution
SALARY RANGE It is expected that the base annual salary range for this New York City-based position will be $175,000 to $200,000. Actual salaries may vary based on factors, such as skill, experience, and qualification for the role. Employees may be eligible for a discretionary bonus, based on factors such as individual and team performance.
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